Twitter Address: @quickenloans
Subject: America’s #1 Online Lender, Quicken Loans
Marketing Challenge: Distinguish their brand name shared by major bookkeeping software manufacturer and continue to bolster their lead in the online mortgage business.
Favorite Follows: @zappos and @feedbackcentral
Check out the Podcast:[podcast]http://twarketing.com/podcast/twarketing_quicken_loans_2_0309.mp3[/podcast]
Download Twarketing Podcast #2 Quicken Loans (6) – 25.59 MB
When you think of Quicken, most immediately think of the best selling bookkeeping software by Intuit. When I did the research for my blog post Fortune 100 Best Companies to Work For I mistakenly assumed that Quicken Loans was a part of Intuit. I was then notified by Kelly LaVaute, Senior Copywriter and manage all of their social media that Quicken Loans was a totally separate company from Intuit. The story of how Quicken Loans became the number one online mortgage broker is quite a marvel especially with how much of a crisis the mortgage industry is in right now.
Matt Cardwell, the Director of Web Marketing (@thefitnessnerd) made mention that the company was bought back from Intuit by Dan Gilbert the original founded in July 2002. Gilbert led a small group of investors in purchasing the company back from Intuit, retaining the Quicken Loans name in perpetuity. The company has been privately held since that time.
Customer Service
Quicken Loans prides itself on customer service and has used Twitter as an intricate part of how to communicate with their prospects and customers. Kelly@ Quicken Loans @quickenloans can answer a wide variety of questions regarding mortgages as well as a great fish and chip place to eat in Detroit. Here are a few of her most recent Tweets.
Customer Feedback
Qwicken Loans just recently lunched another Twitter account specifically to get user and customer feedback. Cora @feedbackcentral is in charge of organizing live user feedback sessions. Users can share their feedback and get to see results of their suggestions on the quickenloansfeedbackcentral.com site and on Twitter. Check out some of the Tweets from @feedbackcentral
Education
Quicken Loans is very conscious of the current state of the economy and looks to help in educating their customers on how to prepare themselves for managing a mortgage. They have setup the Quizzle.com website and @quizzle in order to assist the home buyer and seller with an array of financial tools. These tools include a home value report, a mortgage evaluator, a budgeting tool and a free credit report.
Customer Satisfaction
Quicken Loans has also created a Youtube Channel to capture the unscripted videos of their many satisfied customer experiences with Quicken Loans. Here is one of my favorites.
Bottom Line
Quicken Loans has truly embraced social media and gained a real presence on Twitter. Both Kelly and Matt agree that the key to being successful in communicating through these new forms of social marketing is having the support of their company when uncharted issues-both good and bad-arise. In fact, this Quicken Loans team charged with innovatively building customer relationships is in the unique, empowered position to use social media to with little interference from its legal department. Kelly, Matt, Cora and the rest of the Quicken Loans social media crew are entrusted to be the voice of the company, working in tandem with one common company goal: “Making sure with every client, every time, they deliver on the promise to make it the best mortgage experience ever”.
Places to find Quicken Loans
3. Quicken Loans on Yahoo! Answers
Quicken Loans also operates the following blogs:
1. Quicken Loans What’s The DIFF? blog
3. Quicken Loans Community DIFF
Quizzle has its own personality via the following:
4. Quizzle blog
Kelly @ QuickenLoans is ranked 18,845th on twitterholic! (by followers)
Kelly @ QuickenLoans is ranked 26th in their location on twitterholic! (by followers in ‘Detroit, MI‘)
Kelly@quickenloans top five words from their TweetCloud: mortgage, rates, fixed, rate, 30yr.
Here are the people Kelly@quickenloans Replies to the most. @jenwebmkt, @kauf, @rrcarter, @amurphy and @feedbackcentral are part of her top 5.
Kelly@quickenloans gets a grade of 99.8 from Twitter Grader
10 replies on “Twitter and Quicken Loans: Twarketing Case Study #2 (Audio)”
JB
Thanks for the great article. We're extremely happy with the results of our social media efforts to date and I have to say I'm proud we've done it all in-house. My favs are our Yahoo! Answers and YouTube projects, but Twitter is a strong second!
And of course, my beloved DIFF blog is tops in my book forever, but that goes without saying. Thanks again for the great Quicken Loans social media profile. We really appreciate it.
This is interesting… I am a loan officer that “competes” with Quicken – and yet… I have found them to be awesome at Social Media. More than once I have “tweeted” that I couldn't help a client because they lived in another state and @quickenloans came to the rescue. Thanks Kelly!
@jmchood
Also, not sure if you are a member of WOMMA (or know about it), but I highly recommend you get involved if you aren't. WOMMA is a great resource for word of mouth marketing information and the top folks in the business. Check it out at http://www.womma.org (unless you are already involved in WOMMA, that is)
Hey Clayton,
Thanks so much for both your comments. It was such a pleasure talking to Kelly and Dan. I now have your blog whatsthediff.com in my google reader and look forward to following @quickenloans @thefitnessnerd @feedbackcentral @quizzle on Twitter. I am also going to attend the next WOMMA Webinar: Learn from Leading Expert
All the best
JB
Hey Clayton,
Thanks so much for both your comments. It was such a pleasure talking to Kelly and Dan. I now have your blog whatsthediff.com in my google reader and look forward to following @quickenloans @thefitnessnerd @feedbackcentral @quizzle on Twitter. I am also going to attend the next WOMMA Webinar: Learn from Leading Expert
All the best
JB
I’ve been meaning, for months, to work on this – muse a little about how money meets art, about the binds we face in the economic collapse… and some idea of how we can Karls Mortgage Calculator survive. This wasn’t, I think, how we expected things to shake out:
The video which is present in this article gave me idea about what u r here for..Instead of writing more this will be good..
home mortgage
this is nice.. i mean this should be the largest quicken loans social media profile, imo.. if you can get me :p
land loan
Hi,
Nice post.Our social media is doing well.my favorite social media are Twitter, Linked inn and face book.
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